As specialist retailers struggle to trumpet range and customer service over pricing in music and DVDs, do you know who customers rate the most highly on these and other key performance drivers? A retailer's performance is subject to a myriad of factors which serve to boost or dampen growth, from overall economic performance to deflationary pressure from rivals and operating cost inflation. But the principal driver behind performance is also the most difficult to measure - customers and their fluid, evolving opinions. These opinions drive customer behaviour, and ultimately sales and profits. As such, the customer is the single most important element of the retail equation. The Index we have devised is the only available system of performance benchmarking which is defined by the customer. It measures how satisfied customers are with the retailers they use, and as such allows you to really understand your customers - and your rivals'. The Consumer Satisfaction Index 2005 sector report: music & video covers eight retailers including supermarkets Tesco and Asda, general retailers Woolworths and WH Smith and music specialists such as HMV and Virgin.

Consumer Satisfaction Index
Table of contents
Summary of findings 3
Synopsis and comparatives 4
Overall ranking 5
Winners since last year 6
Losers since last year 7
Rankings for range 8
Rankings for price 9
Rankings for convenience 10
Rankings for quality 11
Rankings for service 12
Rankings for ambience 13
Rankings for facilities 14
Rankings for layout 15